Empowering People to Choose Their Own Path
“There’s one thing I will never, ever say to anyone on my team, and that’s: ‘I want you to do this because I say so.’ The day I do that, I know I’ll shut down all motivation and growth – and that’s the last thing I want to do,” says Trine, Head of Customer Success.
Customer Success is, on the contrary, the kind of place where the question is: ‘What do you want to do?’ Here, many different paths are open – and which one you follow is entirely up to you, depending on what you enjoy working on and want to explore more deeply.
“The approach we work by is really quite simple, and it’s based on a timeless truth: people grow when they are recognised. Recognition builds joy in our work. And joy leads to motivation and growth. It really is that simple,” says Trine with a warm smile.
Your Role Is Shaped by You
New colleagues spend their first few months focusing solely on support—answering questions and solving problems for customers who reach out by phone or email. Big issues and small ones.
“This helps ensure they get to know both the system and our customers really well. And it benefits everyone. It’s also during this process that you really discover where you want to go next,” Trine explains.
“Do you prefer educating users by contributing to our Academy content – or would you rather onboard new customers and make sure they get off to a great start – or maybe you thrive the most when you proactively reach out to customers to check in and see how things are going?
We support you every step of the way – from day one. That’s a promise.”
It’s Just a Button. But It Means Everything
Customer: “You saved my day, thank you so much.”
Customer Success employee: “It was truly nothing. Is there anything else I can help you with?”
Customer: “No, not at all. Now I know where the button is and how to move forward with planning my event. Once again – thank you so much. I’m really happy.”
This is what a conversation between a customer and a Customer Success employee might sound like. Even the smallest things can spark the most heartfelt reactions.
“It’s in those moments that you feel you’re making a difference in someone’s life – and the power of gratitude can’t be overstated.”
Growth Begins with Reflection
Development is a key word for Trine and how she leads her team – and she firmly believes that people grow when they’re challenged.
” I often ask questions to new team members – for instance about the system – even when I know they probably can’t answer them. And that’s entirely because I want them to reflect. Maybe on the right answer, sure – but more importantly on how to handle a question you don’t know the answer to. Because reflection leads to growth – especially on a personal level.”
Here, You Have both Space and a Voice
Asked directly what best characterizes the culture and atmosphere in Customer Success, Trine answers without hesitation:
” First and foremost, we’re happy – and I believe anyone who walks into our department will feel that. Happy with our work, happy with our opportunities to grow, and happy with each other. Another thing that defines us is that we listen to each other and we help each other.”
She pauses, smiles, and adds:
“And I can’t help but share something a team member once said to me: ‘Trine, I’ve come to a place where I can finally speak up!’”
And just as Trine is known for recognising and supporting the people around her, she’s also known for her homemade buns – often brought in fresh from her kitchen to be shared with colleagues across departments. It’s her way of creating not only a space for growth, but also for connection and warmth.
” The team and I look forward to welcoming even more cheerful, helpful, attentive, and outspoken people,” Trine concludes.
